Trnsport 2004 Customer Satisfaction Survey and Results

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Trnsport2004 Customer Satisfaction Survey and
Results

• Trnsport User Group Presentation
• October 14, 2004
• Mobile, Alabama
• Jim Johnson, PE
• Construction System Engineer - FDOT

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Survey Dates
Conducted February 2004
Purpose
The purpose of the survey is get customer input
to enable us to improve the quality and services
regarding the Trnsport product. Gathering this
information is an important element for our
performance and quality improvement
processes. Chuck Conley, AASHTO Project Manager
February 4, 2004
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Survey Content

• Customer Services
• Product Installation
• Training
• Documentation
• Task Force Involvement
• Value of Product Compared to Fees Paid
• Survey Respondents

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Who Took It?

• 36 Total Respondents
• 8 Engineers/Engineering Technicians
• 12 Project Managers/Supervisors
• 11 IT Specialist
• 5 Others
• Trnsport System Manager
• IT Business Analyst
• Administrator and Planning and Research Associate

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Summary Results

• How Well do Current Customer Services meet your
  expectations
• 26 Good or Excellent
• 4 Average
• 6 Fair or Poor

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Summary Results

• Your Level of Satisfaction with Product
  Installation Instructions and Process
• 18 -22 Satisfied or Very Satisfied
• 2 7 Neutral or Not Sure
• 6 8 Dissatisfied or Very Dissatisfied

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Summary Results

• Your Level of Satisfaction with Available
  Training
• 21 -28 Satisfied or Very Satisfied
• 5 11 Neutral or Not Sure
• 1 2 Dissatisfied or Very Dissatisfied

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Summary Results

• Your Level of Satisfaction with Manuals and
  Documentation
• 19 -23 Satisfied or Very Satisfied
• 7 11 Neutral or Not Sure
• 4 6 Dissatisfied or Very Dissatisfied

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Summary Results

• The Task Force Understands the Construction
  Management Needs of My Organization
• 23 Agree or Strongly Agree
• 9 Neutral or Not Sure
• 4 Disagree or Strongly Disagree

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Summary Results

• Please Rate the Value of the Product Capability
  Compared with the Fees Paid
• 21 High Value or Very High Value
• 10 Average Value
• 5 Low Value or Unacceptable Poor Value
• Would you Recommend this Product to Colleagues or
  Contacts?
• 30 Yes
• 2 No
• 4 Not Sure

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Follow-up Plans

• Task Force Using Results to Guide Policy and
  Future Product Direction
• Chairs Report
• Contractor Using Results to Assess Interaction
  with Users and Establishment of Procedures for
  Product Delivery
• Contractors Report
• Follow-up Surveys
• Annual Surveys to be Conducted
• Seek and Encourage More Survey Participation

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You can participate while here at the 2004 TUG.
A computer has been set up for your use in
completing this years survey.
Please take an opportunity to give us your
feedback while here
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